scholarly journals Associando a atuação superficial dos gestores ao seu burnout e engagement: O papel moderador das crenças de bem-estar eudaimonicas

Psychologica ◽  
2019 ◽  
Vol 62 (1) ◽  
pp. 23-37
Author(s):  
Esther Gracia ◽  
Yolanda Estreder ◽  
Vicente Martínez-Tur
Keyword(s):  
Emotional Labor ◽  
Negative Relationship ◽  
Well Being ◽  
Surface Acting ◽  
Negative Effects ◽  
Personal Resource ◽  
Study Results ◽  
Dissonance Theory ◽  
Moderating Role

Managers display emotional labor in their interactions with workers, including surface acting (faking emotions). One critical challenge of research is to identify the factors that increase or reduce the negative effects of surface acting on wellbeing at work. “Contribution-to-others” wellbeing beliefs (COWBs) could play a moderating role. COWBs refer to an eudaimonic belief that reflects the degree to which individuals think their own well‐being is based on helping others. To test the moderating role of COWBs, we measured the two central dimensions of burnout and engagement: exhaustion and vigor. Two competing hypotheses were considered. First, based on cognitive dissonance theory, COWBs accentuate the negative relationship between surface acting and wellbeing because individuals are forced to act in a way (surface acting) that is contrary to their beliefs. Second, based on the Job Demands-Resources model, COWBs are a personal resource that protects against the negative effects of surface acting. A total of 95 managers in organizations for individuals with intellectual disability participated in the study. Results supported COWBs as a positive resource, but only for vigor. COWBs mitigated the negative link from surface acting to vigor. By contrast, COWBs did not play a significant moderating role in the prediction of exhaustion.

Transformative place management (TPM) in commercial settings and business performance

2020 ◽  
Vol 34 (7) ◽  
pp. 889-907
Author(s):  
Mauricio Losada-Otálora ◽  
Jose Ribamar Siqueira
Keyword(s):  
Emotional Labor ◽  
Place Attachment ◽  
Well Being ◽  
Service Research ◽  
Surface Acting ◽  
Place Management ◽  
Content Type ◽  
Positive Effects ◽  
Moderating Role

Purpose This study aims to introduce transformative place management – TPM – (defined as the deliberate efforts of place managers in commercial settings to provide a pool of restorative resources to improve the consumers’ emotional well-being) by merging the REPLACE framework and transformative service research. Additionally, this research analyzes the direct and indirect impacts of restorative resources as a form of TPM on consumers’ emotional well-being and place attachment, considering the moderating role of employee emotional labor. Design/methodology/approach A total of 240 customers were surveyed in an experience-based store in a developing country by using a questionnaire. Then, a moderated mediation model was applied to analyze the moderating role of employee emotional labor in the relationship between TPM and place attachment through consumers’ well-being. Findings TPM that provides restorative resources to consumers influences place attachment by improving consumer well-being. However, surface acting by employees reduces the ability of TPM to increase place attachment through the improvement of consumers’ emotional well-being. Deep acting, on the other hand, does not enhance the effect of TPM on place attachment through consumers’ emotional well-being. Originality/value This paper proposes new developments in the transformative service research (TSR) paradigm by introducing TPM. By showing how the place of consumption increases the well-being of customers, this paper helps TSR researchers to accomplish the purpose of transforming the lives of consumers through relevant research. Although marketing researchers and environmental psychologists have theoretically anticipated the positive effects on well-being from consumption settings, this paper explains how commercial places promote customer well-being through the provision of restorative resources. Also, this paper shows how the place of consumption transforms consumers’' lives and identifies some of the boundary conditions at which such a transformation occurs.

scholarly journals ARE LEISURE AND CIVIC ACTIVITIES REINFORCING WELL-BEING IN OLDER ADULTS AT RISK OF FRAILTY?

2019 ◽  
Vol 3 (Supplement_1) ◽  
pp. S578-S578
Author(s):  
Sarah Dury ◽  
Eva Dierckx ◽  
liesbeth De Donder ◽  
Deborah Lambotte ◽  
Daan Duppen ◽  
...  
Keyword(s):  
Healthy Aging ◽  
Negative Relationship ◽  
Well Being ◽  
Healthy Population ◽  
Growing Body ◽  
Broad Array ◽  
Interview Survey ◽  
Moderating Role ◽  
Insight Into

Abstract A growing body of work suggest that leisure and civic activities may contribute to the understanding of healthy aging. Yet, only a limited number of studies have examined a less healthy population. Moreover, a broad array of leisure and civic activities tend to be lacking. This paper gives insight into the mechanisms underlying the associations between multidimensional frailty, and well-being with the moderating roles of leisure and civic activities. A two-wave interview survey from the D-SCOPE frailty program was derived using 441 participants aged 60 years and older residing in the Flanders region of Belgium. This study offers evidence that leisure and civic activities buffered the negative relationship between multidimensional frailty and well-being. Moreover, our study identified that for different frailty domains the buffering/moderating role of leisure and civic activities differs in relation to well-being.

Customer incivility, rapport and tipping: the moderating role of agreeableness

2020 ◽  
Vol 34 (7) ◽  
pp. 955-966
Author(s):  
Hana Medler-Liraz
Keyword(s):  
Service Organizations ◽  
Conservation Of Resources ◽  
Negative Consequences ◽  
Negative Effects ◽  
Content Type ◽  
Personal Resource ◽  
Scant Attention ◽  
The Relationship ◽  
Moderating Role

Purpose Although studies have emphasized the need to explore the negative consequences of customer incivility, scant attention has been paid to positive factors that can mitigate its negative effects on employees’ service performance. The purpose of this study is to extend research on customer incivility and its association with rapport and tipping through the prism of conservation of resources theory. It also examines the role of agreeableness as a personal resource in coping with instances of incivility. Design/methodology/approach A total of 502 Israeli restaurant servers took part in this study. Findings Agreeableness significantly moderated the relationship between customer incivility and rapport: agreeable hospitality employees who served customers manifesting low/medium incivility reported better rapport than disagreeable hospitality employees. However, this effect was not significant for high incivility. Further, agreeable hospitality employees who served customers with low/medium incivility reported higher tips than disagreeable hospitality employees. Surprisingly, the findings also suggested that when employees served customers exhibiting high incivility, the tips were lower for servers high on agreeableness than for servers low on agreeableness. Originality/value This study broadens the frontiers of research on customer incivility and provides insights into the critical financial and emotional costs hospitality employees and service organizations incur when encountering incivility. The findings also contribute to the scant research on the potential moderators that may enable employees to handle customer interactions more constructively in the case of incivility within the hospitality industry. Agreeableness appeared to alleviate the negative effects of customer incivility on rapport and tipping but only seemed to be an effective resource up to a certain level of customer incivility.

scholarly journals How Does Emotional Labor Impact Employees’ Perceptions of Well-Being? Examining the Mediating Role of Emotional Disorder

2019 ◽  
Vol 11 (23) ◽  
pp. 6798 ◽  
Author(s):  
Yao ◽  
Gao ◽  
Chen ◽  
Mu
Keyword(s):  
Organizational Performance ◽  
Emotional Labor ◽  
Negative Impact ◽  
Well Being ◽  
Emotional Disorder ◽  
Surface Acting ◽  
Deep Acting ◽  
Mediating Role ◽  
Bank Employees

Since bank employees are prone to high psychological pressure, it is key to explore the influencing mechanism of their emotional labor so as to relieve their pressure, as well as improve organizational performance and service quality. This study aimed to investigate the effects of emotional labor on bank employees’ well-being and to determine the mediating role of emotional disorder in this relationship. Employees responded to a survey regarding their use of emotional labor as well as perceptions of their well-being and emotional disorder. The results showed that employees’ use of emotional labor was related to their perceptions of well-being and confirmed the mediating role of emotional disorder in this relationship. The results indicated that surface acting has a significant negative impact on employee well-being, while deep acting has a significant positive impact. Moreover, emotional disorder played a role in mediating emotional labor and employee well-being, and emotional disorder was positively correlated with surface acting and negatively correlated with deep acting. The results revealed that developing deep-acting skills is important for increasing front-line bank staff’s well-being in China, who are accustomed to repressing their emotions, and emotional disorder might occur more often than has been previously believed, which worsens their well-being.

scholarly journals Is Familism a Motivator or Stressor? Relationships Between Confucian Familism, Emotional Labor, Work-Family Conflict, and Emotional Exhaustion Among Chinese Teachers

2021 ◽  
Vol 12 ◽  
Author(s):  
Xiaoshuang Zhu ◽  
Guoxiu Tian ◽  
Hongbiao Yin ◽  
Wenjie He
Keyword(s):  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Family Conflict ◽  
Job Demands ◽  
Well Being ◽  
Surface Acting ◽  
Chinese Teachers ◽  
Work Family Conflict ◽  
Work Family

To reveal the cultural effect in the job demands-resources model, this study examined how Confucian familism, emotional labor, and work-family conflict (WFC) explain the variance in teachers’ emotional exhaustion, with a focus on the mediating roles of emotional labor and WFC. With a sample of 3,312 teachers in China, the results of this study revealed that surface acting and expression of naturally felt emotion (ENFE) and WFC mediated the relationship between familism and emotional exhaustion. Moreover, familism positively predicted deep acting, ENFE, WFC, and emotional exhaustion, while negatively predicted surface acting. These findings suggest that Confucian familism may play the dual role of motivator and stressor for Chinese teachers’ emotional labor and well-being. This study contributes to the job demands-resources theory by revealing the important role of cultural traditions and provides valuable information for interventions to sustain teacher well-being.

Employees' Emotional Labor and Emotional Exhaustion: Trust and Gender as Moderators

2018 ◽  
Vol 46 (5) ◽  
pp. 733-748 ◽  
Author(s):  
Wenlan Wang ◽  
Shenghua Huang ◽  
Hongbiao Yin ◽  
Zheng Ke
Keyword(s):  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Negative Relationship ◽  
Well Being ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees ◽  
Trust Relationships ◽  
Men Managers ◽  
And Gender

In order to obtain a comprehensive insight into the nature of service employees' emotional labor, we examined the effect of gender and employees' trust in colleagues on the relationship between their emotional labor and emotional exhaustion. We focused on two emotional labor strategies: surface acting and deep acting. Participants comprised 679 Chinese service employees. The results showed that trust in colleagues strengthened the negative relationship between employees' deep acting and emotional exhaustion but also exacerbated the positive relationship between employees' surface acting and emotional exhaustion. The exacerbating effect of trust was especially strong for female surface actors. The findings suggest that women have a propensity for risk aversion and are more sensitive to the establishment of trust relationships than are men. Managers should consider surface acting as part of the makeup of the psychological well-being of employees.

scholarly journals Role of Leaders’ Emotional Labor toward Leader’s Job Satisfaction and Emotional Exhaustion: Moderating Role of Psychological Capital

2021 ◽  
Vol 23 (1) ◽  
pp. 36
Author(s):  
Sania Noreen ◽  
Qasim Ali Nisar ◽  
Shahbaz Haider ◽  
Tan Fee Yean
Keyword(s):  
Job Satisfaction ◽  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Psychological Capital ◽  
Negative Relationship ◽  
Public Hospitals ◽  
Surface Acting ◽  
Private And Public ◽  
The Relationship

Everyone has to manage the emotions during their interaction with others; similar case is with the leaders in organizations. Leaders’ actively and continually regulate their emotional state. The crucial role of emotions in interactional process as well in decision making triggers leaders to be vigilant about their emotional labor strategies. Thus emotional labor has become an emerging construct in leadership domain. This study has collected data from 250 doctors working in private and public hospitals in Gujranwala. Findings demonstrated leaders’ deep acting as well as displaying natural emotions are positively associated with job satisfaction and negatively associated with leaders’ emotional exhaustion. Moreover, surface acting has significant positive relationship with leaders’ emotional exhaustion and negative relationship with leaders’ job satisfaction. Psychological capital significantly moderated the relationship between leaders’ emotional labor strategies, leaders’ job satisfaction and leaders’ emotional exhaustion.

scholarly journals Fear of Terror and Psychological Well-Being: The Moderating Role of Emotional Intelligence

2018 ◽  
Vol 15 (11) ◽  
pp. 2554 ◽  
Author(s):  
Syed Asad Ali Shah ◽  
Tian Yezhuang ◽  
Adnan Muhammad Shah ◽  
Dilawar Khan Durrani ◽  
Syed Jamal Shah
Keyword(s):  
Emotional Intelligence ◽  
Structural Equation ◽  
Negative Relationship ◽  
Well Being ◽  
Equation Modeling ◽  
Future Research ◽  
Psychological Well Being ◽  
Significant Negative Relationship ◽  
Study Results

The purpose of this study was to empirically explore whether or not the level of emotional intelligence of adolescents mitigates the potential adverse effects of the fear of terror on their psychological well-being. Data for this study were collected through a voluntary survey from a sample of 385 adolescents residing in the terrorism-affected provinces of Pakistan: Khyber Pakhtunkhwa (KPK) and Balochistan. The results from the structural equation modeling revealed that fear of terrorism had a significant negative relationship with the psychological well-being of adolescents. The study results further revealed that emotional intelligence significantly moderated the relationship between the fear of terrorism and the psychological well-being of the adolescents. Therefore, the negative relationship was stronger for those with low emotional intelligence and weaker for those with high emotional intelligence. This study also discusses several practical implications along with suggestions for future research.

The mechanism and boundary conditions of the relationship between customer incivility and service quality

2019 ◽  
Vol 26 (2) ◽  
pp. 201-218
Author(s):  
Cheng-Chen Lin ◽  
Fong-Yi Lai
Keyword(s):  
Service Quality ◽  
Negative Relationship ◽  
Self Determination Theory ◽  
Need Satisfaction ◽  
Mediation Effect ◽  
Surface Acting ◽  
Study Results ◽  
High Level ◽  
The Relationship

AbstractThis study addresses the causal linkage between customer incivility and service quality through the lens of self-determination theory, according to which need satisfaction as a potential mechanism mediates this relationship. Additionally, it examines the moderating role of surface acting in the relationship between customer incivility and need satisfaction. Dyadic questionnaires were collected from restaurant employees and their customers in Taiwan. A total of 190 employees and 645 customers participated in this study. Results found that need satisfaction mediates the negative relationship between customer incivility and service quality. Surface acting moderates the relationship between customer incivility and need satisfaction as well as the mediation effect of customer incivility on service quality through need satisfaction. Specifically, the indirect effect of need satisfaction on the relation between customer incivility and service quality creativity was more significantly negative at a high level of surface acting than the effect at a low level.

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